Four-Ticket Phone Limit: Information for Facility Owner Operator Members

Beginning September 1, 2026, Colorado 811 will limit non-emergency, non-damage locate ticket submissions to four planned locate request tickets per agent-assisted phone call. This limit applies only to standard locate requests submitted by phone with a Colorado 811 agent. It does not limit the total number of locate requests an excavator may submit, and it does not change the requirement for members to respond to valid locate notifications.

For Facility Owner Operator Members, this change is intended to improve phone access, reduce extended call times, and encourage higher-volume professional users to submit planned ticket activity through online tools when eligible.

• Colorado 811 agents will process up to four standard locate request tickets during one agent-assisted phone call.
• The limit applies to non-emergency and non-damage locate requests only.
• Emergency and damage tickets are not included in the four-ticket phone limit.
• Excavators who need more than four standard tickets may use online ticket entry when eligible or reenter the phone queue after completing the first four tickets.
• The change does not reduce or cap the number of valid locate requests that may be transmitted to members.

Members may hear questions from excavators about how the four-ticket phone limit affects ticket submission, response expectations, and project planning. Members can help reinforce that the change is focused on phone call management and does not change the member response process for valid locate notifications.

The change may also help improve the quality and timing of ticket submissions by encouraging excavators to plan larger volumes of locate requests through online ticketing and submit requests closer to active excavation timelines.

• Members must continue to review and respond to valid locate notifications according to required timelines and internal procedures.
• Excavators may still submit all eligible locate requests they need.
• Emergency and damage tickets remain available by phone and are not included in the four-ticket limit.
• The change does not alter ticket delivery, positive response expectations, or member damage prevention responsibilities.
• The limit applies to agent-assisted phone calls, not eligible online ticket submissions.

If excavators ask about the change, members can use the following talking points to help provide a consistent message:

• Colorado 811 is limiting standard locate requests submitted by phone to four tickets per agent-assisted call beginning September 1, 2026.
• This is a phone call management change, not a limit on the total number of locate requests an excavator may submit.
• Emergency and damage tickets are not included in the limit.
• Professional users with larger or recurring ticket volumes are encouraged to use online ticketing when eligible.
• Submitting tickets online may help reduce phone wait times and support more efficient communication.

1. Share this information with member staff who receive excavator questions or support damage prevention outreach.
2. Prepare customer service, field, and liaison teams to explain that the change applies only to agent-assisted phone ticket submissions.
3. Encourage professional excavators to use online ticketing resources for planned or higher-volume ticket activity when appropriate.
4. Continue monitoring locate notification volume and response processes as usual.
5. Direct excavators to Colorado 811 resources for online system training or account setup support.

Does the four-ticket limit reduce the number of tickets members may receive? 

No. The limit applies only to the number of standard locate requests an excavator may submit during one agent-assisted phone call. It does not limit the total number of valid locate requests that may be submitted or transmitted to members. 

Are members expected to change how they respond to tickets? 

No. Members should continue following their normal locate notification review, marking, and positive response procedures for valid tickets. 

Does this apply to emergency or damage tickets? 

No. Emergency and damage tickets are not included in the four-ticket phone limit. These ticket types should continue to be handled according to established procedures. 

What should members tell excavators who are concerned about project delays? 

Members can explain that the change is intended to improve phone access for all callers and does not prevent excavators from submitting the locate requests they need. Professional users with multiple planned tickets are encouraged to use online ticketing when eligible or plan additional time if they choose to submit tickets by phone. 

• The four-ticket phone limit begins September 1, 2026.
• The change applies only to standard, non-emergency, non-damage tickets submitted through an agent-assisted phone call.
• Emergency and damage tickets are not included in the limit.
• The change does not reduce member responsibility to respond to valid locate notifications.
• Members can help reinforce consistent messaging and direct high-volume professional users to online ticketing resources.